Network requirements, and troubleshooting call quality (QOS) issues.

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The most recent version of RingCentral's Network Requirements (QOS Troubleshooting Guide) is now located at the following links.  It is highly recommended that you DO NOT download and save, or print these documents, rather please bookmark the URLs and refer to the web  pages when verifying Network details. This will assure that you are always using RingCentral's latest recommended settings. 

RECOMMENDED: Click the "Follow" button at the top of this page so that you receive notifications when/if any network requirements change.

IF YOU ARE A CONTACT CENTER CUSTOMER PLEASE CLICK THE FOLLOWING LINK AS THERE ARE A DIFFERENT SET OF REQUIREMENTS: 
RingCentral Contact Center Ports, Protocols, and Servers


Knowledge-Base Articles

RingCentral Network Requirements andRecommendations
 

RingCentral Network Requirements andRecommendations - Expanded version 



 
Verify Router is approved by RingCentral : Sonicwall SOHO works great with our service.  
Also see Recommend Routers 
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Kim, Alum

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Posted 4 years ago

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Kim, Alum

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QoS - After verifying the network configurations, test your local network.  
  • Get the IP Address off the phone
  • Make sure to NOT be connected over on WIFI, rather connected via Ethernet cable 
  • Must be on same subnet 
Identify Latency between Hops
  1.  Download PingPlotter Freeware. Look
    for this string on the bottom of their web page: “Download PingPlotter Freeware
    v1.30 (released July 12th, 2010) via HTTP  800 KB.”  http://www.pingplotter.com/download.html 
  2. Run PingPlotter Freeware to:  a) google.com for 2 mins  then  b) 199.255.120.184  for 2 mins 
  3. While this pingplotter test is running, go to https://www.speedtest.net and run the speed test at the same time
  • Under Latency at the far right - anything above 100ms is not good.  Let your IT Dept know and they need to contact your ISP or troubleshoot the local network. 
  • Under Packet Loss (PL%) at the far left column  - anything above 5% is not good.  Let your IT Dept know and they need to contact your ISP or troubleshoot the local network. 
  • If these tests look good, then please attach a screen shot of the PingPlotter test AND the port configuration listed above to your WebCase. 

Good test result [image 1]




Poor test result [image 2]



For additional information on isolation of QOS issues please see HERE 
(Edited)
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Kim, Alum

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For troubleshooting QoS issues you'll need your router's IP Address: 

How do I login to my routers IP address to configure the port ranges listed above?
 
Answer: click on Start > open CMD > type in "ipconfig" then look for the address of the default gateway, that will be your
routers IP address.
(Edited)
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RC-Installer, Champion

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Hi Beccy, on average a HD call takes up about 90K of bandwidth so add up your phone users to get a sense and then other Internet stuff going on.  How many users on the system?

Other factors are how your routers and switches are setup.  In the case of moving offices, if you are recabling (as most people do) I would have a separate Ethernet line for the phone and one for the PC.

This would allow you to physically separate the phones from your data and have the ultimate setup for VOIP.

If you have other questions, please feel free to contact me


Chuck

Certified RC Installer

chuckfuscone@gmail.com



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Paul Wareham

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I was wondering what you guys thing of the attached plot for my QoS Issues?

We are suffering from a lot of choppy incoming audio.

(Edited)
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Mike, Official Rep

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Hi Paul,  Thanks for the PingPlotter report.  According to this, it looks like the first thing to focus on is the Packet Loss.  There should be very little or no packet loss at all similar to this image below.  You want it to be zero, or as close to zero as possible. 



The primary cause of packet loss is network congestion.  When there's too much information running across the network, and it's running at full capacity, then queuing occurs. If/when the data is queued too long then it gets discarded (packet loss).  This is where it's very important to have a QoS capable router.  If you can prioritize the voice packets, then any other data gets discarded before the voice data. 

Do you know what your ISP upload & download speeds are?  If you have a QoS capable router and it's figured correctly and you are still having this issue, then you may have to increase your internet speed. 

Other possible issues could be bad cabling, poor wifi signal (if wireless). However since it looks like it's dropping packets at every hop, it's probably not a cabling issue. 
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Paul Wareham

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Hi Mike

Thanks for the feedback.

We do have a QoS router (sonicwall tz-105w) and it was configured by ringcentral support for the optimal settings.

Is there any way to isolate werher the loss occurs in our premises or at our ISP equipment? It looks to me that the trouble begins between hops 1 and 2 which is outside our building. I have another plot attached where thubgs get far worse. There was a skyline video call happening on out network at the time. Our download speed is 100Mbps and upload is 10Mpbs so there should be plenty of raw capacity.

Thanks

Paul

(Edited)
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Mike, Official Rep

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Hi Paul,  According to the report, the packet loss is definitely occurring downstream, however the cause can be a little trickier to find.  But, your ISP should be able to test and either either fix, or tell you where the problem is.  

The first thing I would do is run a couple speed tests to make sure you are getting the speed you're paying for.  Here area couple tools: 

https://www.ringcentral.com/support/capacity.html

http://www.speedtest.net/

http://freeola.com/broadband-speed-test.php

Then provide your ISP copies of your PingPlotter reports and speed tests. 

FYI.. I have seen first hand bad wiring on the premises cause packet loss downstream. The phone company replaced the old copper wiring in the house and it solved the downstream packet loss. 
(Edited)
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Paul Wareham

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Yes we've done plenty of speed tests and we are getting exactly the advertised speed.
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Mike, Official Rep

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OK.. then I'd definitely share the PIngPlotter with the ISP. 
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Michael Matthew

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I am having problems with drop out and wobble on my Cisco SPA303 desk phone.
I have plenty of bandwidth.. and other IP solutions (hangouts, facetime, etc) work great. Anyone know the right settings for an Airport Extreme in addition to port forwarding?
(Edited)
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Brandon, Champion

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You should never need to (or want to) *forward* ports for voip.  This is a common misunderstanding and is also misunderstood by even tier 1 RC support and some of the documentation.  Forwarding ports is a security risk and unnecessary and undesirable.  Besides, what if you had more than one phone?  What IP would you forward to?  You do need to *allow* ports by making sure they are not explicitly blocked by the firewall.  Most firewalls will not need any special configuration. As for the Airport Extreme, it is a basic home/soho device with no qos options so you if you need qos you will need to find a new router.  RC has a list of tested and supported routers and firewall with qos here:  https://www.ringcentral.com/support/qos-router.html  Besides those I have had good luck with Cisco Meraki and it supports qos and is easy to configure and manage.  Good luck.
(Edited)
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Matthew H, U.S. Tier 2 Support

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Agree, port forwarding would actually break the communication with our phones. Port triggering and access rules are recommended over port forwarding and more secure because the port is only opened when the device requests access to it. Port triggering is used on smaller home routers that do not have a way to create access rules or access lists.

Customer’s having QoS call quality or connectivity (registration) issues should create port triggering or access rules and apply QoS.
(Edited)
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Kuenzel

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This reply was created from a merged topic originally titled Customer can't hear us when they call in.

Not on every call but on some calls customer will say they can't hear us but we can hear them.  We have try switching phones with no luck and  it seems to happen on ever line? Any suggestions on how to fix this?
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Mike, Official Rep

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Be sure to check all the router settings shown at the top of this thread.  If everything is configured correctly and the issue persists, you'll want to open a support case and provide the most recent call samples; date, time, numbers etc. 


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Saadet - Community Support, Official Rep

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Update 7/26/17:

The supernet for Europe has changed to 185.23.248.0/22 and should be updated on your system if it applies to you.
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G

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This reply was created from a merged topic originally titled Example Cisco ASA configuration needed for Ring Central.

Does anyone have a sample ASA configuration to allow Ring Central phones to work behind it?  I need the commands that work best for the ports and QOS.  Thank you so much.

G
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Brandon Scivolette, Champion

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This may be a dumb question, but I've noticed the network configuration documents no longer make any reference to port triggering. It looks like "Firewall TCP/IP Ports" has taken its place. Is this because port triggering is no longer required/recommended, or just that you renamed it to be more descriptive?

I currently have port triggering in place, based on the older documents. Should I remove them?
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Saadet - Community Support, Official Rep

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Hello Brandon,

It was simply renamed :) The tables in section 10.2 outline the ports that should be configured properly
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Saadet - Community Support, Official Rep

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Hello Everyone,

There has been a few updates to our Network Documentation - please verify that the correct ports are triggered and your settings are appropriately changed if need be :)
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Luke, U.S. Tier 1 Support

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One section where I have noticed an update is that we now specify Amazon servers for firmware updates for each make of phone we support. See Section 8.6.3, Table 6 for this new information.
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Cecile Glassy, Champion

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USA-based acct | 2887 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

01-05-2018  Saadet, has RingCentral published the steps for QOS doing the actual troubleshooting when you experience this?   

We have a rock solid internet connection at very high speed and we have metrics from the firewall showing that is not the issue. We have our network configured properly  for use with RingCentral and nothing has changed on the firewall settings here. We are fully up to date with the network requirements as stated. 

In the last few days, we are receiving random complaints of choppy calls, echo-y noise and some static.   Having a step by step How-To  troubleshoot QOS issues would be very helpful.  Can you point us to it, if it exists, or if not yet created, can you get the network QOS team to create one and post it here as an Article. 

I do have an open case with Support about the current QOS issue we are having for a very small set of remotely located users  - and they are working on the back side to review the traffic logs etc. 

I am writing it up here to make sure the request for a detailed step by step troubleshooting document gets created for Admins to do the first line research before having to open a Support Case. 


--TIA
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Saadet - Community Support, Official Rep

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Hi Cecile,

There are a few articles pertaining to Troubleshooting QoS. Please let me know if these help or not/if you are looking for something different :)

https://success.ringcentral.com/articles/RC_Knowledge_Article/9789

https://success.ringcentral.com/articles/RC_Knowledge_Article/8804

https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/VoIP-Connectivity-Issues
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Cecile Glassy, Champion

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Thank you Saadet - this is a good start

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